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Role Overview
As a vital part of the Sales team, the Account Manager plays a key role working closely with the Business Development Manager and Director of UK Growth to balance both driving revenue growth as well as managing a portfolio of customers and ensuring their customer satisfaction and retention.
Your primary goals will be:
- Balance driving growth in both existing customers and new prospects
- Manage and support the customers through their journey from onboarding to in-life
- Expand customer relations with the identification and qualification of any potential upsell and cross-sell opportunities through to deal closure
- Demonstrate the value of the Soprano Connect platform and full Soprano solution suite
Your impact will resonate across every customer touchpoint from uncovering new use cases and growth opportunities alongside our Growth team, to strengthening customer relationships through expert technical support and proactive engagement. By promoting both existing and emerging features and finding innovative ways to maximize platform value, you'll empower customers to succeed while driving meaningful commercial results for the business.
What you'll do
This includes but is not limited to:
- Coordinate with Business Development Managers to ensure a smooth handover of new customers in preparation for onboarding and training.
- Drive growth with our strategic customers by understanding their key challenges and helping them to deliver true Return on Investment (ROI) using the Soprano Connect platform. Portfolio selling is key.
- Retain customers through a series of review meetings understanding their business needs, priorities and equally ensuring that they are up to date with Soprano developments.
- Renew existing customers and ensure high customer satisfaction scores and feedback.
- Enable successful adoption of Soprano including sharing and developing relevant creative assets, brainstorming ideas, and attending launches virtually or in person.
- Collaborate with channel partners to drive customer adoption trends, sentiment, and mining opportunities for deeper engagement.
- Identify opportunities for channel customers to act as Soprano / Partner advocates (e.g. testimonials, case studies).
- Collaborate closely with go-to-market teams to support new use cases, pilots, renewals, and expansion opportunities.
- Marshall resources across the Soprano organisation as needed to support customers’ needs.
- Represent the voice of our channel to inform our sales process and product roadmap from a post sales engagement perspective.
- Perform gap analysis of requirements against existing deliverables.
- Ensure Soprano platform technology skills and product knowledge are kept up to date.
- Proactively seek opportunities to broaden and deepen knowledge base and proficiencies.
- Track and monitor performance and action plans to achieve targets.
- Contribute towards and share self-service resources such as tutorials, FAQs, and knowledge base articles.
- Foster a community of channel-based end users through forums, user groups, and social media engagement.
- Work with marketing and installed based programs leads to planning digital engagement and programs to target and improve the overall experience of our installed base customers.
- Where required, the Account Manager will take ownership of critical incidents, coordinating with resolution parties and establishing effective communication between stakeholders for post-incident reviews that meets customer SLAs.
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What you'll bring
- Minimum 4 years’ Account Management and partner sales experience ideally in technology/SAAS based environments managing enterprise brands.
- Proven success in identifying, developing, and closing high-value B2B opportunities across mid-market and enterprise organisations in the Public Sector, BFSI and healthcare verticals.
- Ability to travel frequently to client sites based in London and Birmingham.
- Strong understanding of the global telecommunications ecosystem, automated messaging platforms, artificial intelligence applications in communications, and broader IT industry trends.
- Demonstrable track record of successful client-facing delivery, ensuring portfolio retention and organic growth.
- Experience managing long sales cycles and navigating complex stakeholder environments.
- Empathetic, positive ‘Can do; attitude with a desire to help our customers reach their goals.
- Ability to work under pressure, in a results-based environment.
- Exceptional communication skills, highly organized, collaborative and detail oriented.
- Able to work independently and within the team to efficiently meet deadlines.
- Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals.
- Follow through with commitments and foster mutual trust with internal and external stakeholders.
- Strong skills in analytical, logical and lateral thinking with ability to learn new products and technologies.
- Able to solve complex problems involving multiple variables and uncertainty.
- Strong skills in workshop facilitation and project governance.
- Strong and applied skills in MS Word, Excel, PowerPoint, Google productivity suite.
- Preferred skills in Jira issue tracking, ChurnZero, Salesforce CRM.
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Why Work for Soprano
At Soprano, we’re shaping the future of enterprise communication. Here’s what makes working with us truly one of a kind:
- Industry Leadership: Join a global leader in the CPaaS (Communication Platform as a Service) space with a customer-first approach that allows us to achieve significant results with our clients and partners, ensuring we continue to lead in enterprise communications.
- Tech-Driven Innovation: We’re passionate about building future-ready technology that fosters deeper trust, richer meaning, and stronger connections. If you love working on impactful solutions, you’ll feel right at home here.
- Global Team, Local Feel: Headquartered in Sydney, we operate across Europe, North America, South America, Southeast Asia, and New Zealand - giving you the opportunity to collaborate with diverse teams and gain global exposure.
- People-First Culture: We believe in creating a workplace where everyone feels respected, valued, and empowered to bring their best selves to work. We trust our employees to achieve and give them the tools to succeed.
- Learning and Development: As a nimble company with a global footprint, we offer unique opportunities to grow your skills, gain cross-market insights, and accelerate your career in a dynamic environment.
- Hybrid Working: We embrace hybrid work and remote roles where possible, giving you the freedom to stay connected with global teams while making space for what matters most in your life.
- Refer a Friend, Get Rewarded: Know someone amazing? Refer them to Soprano and get rewarded when they join the team permanently. Great people know great people, and we give you the opportunity to influence.
- Wellness that works: We provide several global benefits such as birthday leave, employee assistance program, annual wellness subsidy, down to having a fully stocked kitchen with fun office events that bring the team together.
- Supporting Parents: We know family comes first and to celebrate this major milestone, Soprano provides additional parental leave to primary and secondary carers.
People are at the core of what we do, and Soprano Design Pty Ltd is committed to a safe, diverse and inclusive workplace where we all thrive and succeed together. We encourage applications regardless of age, gender, nationality, backgrounds and cultures. Please let us know if you require any adjustments to the recruitment process.
All successful applicants will need to provide two professional reference checks and are subject to satisfactory background checks. For Further information visit Candidate Privacy Policy.
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